Hi,
New 360 box arrived Friday 21st after services upgrade stops at this error code. Called in the fault and got a text message to say new kit has been activated. But still the same error code today (Sunday 23rd).
Should activation be immediate? And is there anything else I can do, before calling it in again?
Thanks
I have a new-to-me (it's clearly 2nd hand, rubber feet missing and bashed about) 360 box after upgrading my service and I get the same error message CS1011.
How do I do a hard reset please?
Do you have more than one VM set top box?
Was the new 360 box a replacement for an older tivo box as part of an upgrade to TV360? If so disconnect the old tivo box and then reboot the new 360 box.
There's an online video showing how to upgrade/install the 360 box https://www.youtube.com/watch?v=KruQsQbPMsw
Or was it as a replacement for a broken V6/360 box? If so they might have activated the old box in error.
The CS1011 error is generally it's an account retrieval error which means the equipment hasn't been activated yet and needs a call to the activation line on 0800 953 9500. You will need the serial number of the new 360 box along with your account and area number. If that's unsuccessful it will need to be passed to 2nd/3rd level support to update the systems manually which may take 48/72 hours, and if that fails it will require a tech visit for a box swap.
You could also try the following two methods:-
Try turning off the 360 by the switch on the back of the box; then on the front of the 360 box hold down both the standby/power button and the - (minus) button at the same time. Then turn on the 360 again whilst keeping hold of those buttons for a further 30 seconds.
If the standby/power button and the - button workaround doesn't solve it then try using the standby/power button and the + (plus) button at the same time instead.
There's also the three fingered salute, which is switch off on the back of the box; then on the front hold down the plus, minus and standby/power buttons at the same time, and switch on again whilst keeping all three buttons pressed down. When it restarts you might see a message it can't acquire the channels. If so press OK and let it restart again.
Thanks. Tried the activation line but they're currently not able to activate it. It's a direct swap for an old TiVo box.
The new Hub5 is also not at full speed yet, but that's a different problem which the technician is also unable to fix.
At least we've been refunded £50 for the inconvenience.
Forum TeamHey Yearofthegoat, thank you for reaching out and a warm welcome to the community, we are sorry to hear about your 360 issues.
Did you manage to call the line or are you still needing some support on this?
